Remediation Lead

Location: NSW, Australia; hybrid arrangement with three days in the office and two days remote or from home

Company

hirify.global is an Australian telecommunications company providing mobile, broadband, and digital services to more than 11 million customers.

What you will do

• Assess and investigate customer cases across remediation programs, executive escalations, TIO disputes, Financial Counsellor referrals, and other complex matters.
• Review high-profile cases, develop remediation recommendations, and present outcomes to senior stakeholders.
• Lead complex investigations with Quality Control, Regulatory, Legal, and operational teams.
• Identify customer vulnerability and recommend fair, transparent resolutions.
• Identify root causes and systemic issues and translate insights into improvements to processes, controls, and customer experience.
• Support proactive remediation initiatives while aligning outcomes with regulatory obligations and customer expectations.

Requirements

• 5+ years of experience in remediation, complaints, dispute resolution, or customer advocacy roles managing complex cases end-to-end.
• Experience identifying root causes, applying remediation frameworks, and delivering fair customer outcomes.
• Strong judgment, empathy, and resilience when managing escalated and sensitive customer matters.
• Excellent stakeholder management skills and the ability to influence senior leadership groups.
• Strong understanding of customer vulnerability, customer experience drivers, and fair customer outcomes.
• Excellent written and verbal communication skills, including the ability to present clear recommendations and insights.

Nice to have

• Knowledge of regulatory, complaint management, or remediation environments.

Culture & Benefits

• Competitive remuneration, colleague discounts, and an $80 monthly credit toward hirify.global products.
• Additional Connected days, inclusive paid parental leave of up to 16 weeks, and access to counselling and support services 24/7.
• Office campus amenities include cafes, a convenience store, relaxation areas, a GP, post office, gym, and childcare centre.
• Professional development through hirify.global U micro-credentials developed with La Trobe and Macquarie Universities.
• Colleague-led networks and diversity initiatives supporting inclusion and belonging.
• Free hirify.global bus service from Macquarie University Metro Station.